NO supervision
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||
| Canned Responses (Level 1) | I apologize for the experience you had and would appreciate if you could elaborate on your concern here so that I can assist you better. Please confirm the service. | ||
| Canned Responses (Level 2) | Thank you for providing the necessary information; Please stay connected and allow me 2-3 mins to review it. | ||
| Agent Action 1 | Call Professional and confirm about the issue, align partner to visit the site | Professional Not Contactable ( 1 Attempt 2 Calls ) | |
| Ticket before 4 pm | Ticket after 4 PM | Response 1-We made many attempts to get in touch with the professional, but unfortunately we are unable to get in touch with professional . request you to allow us 15-20 min we will again try to connect with rm . set a reminder for 15 minutes. If still Partner not contactable - Raise it to City team on slack(POCs) . response 2-We made many attempts to get in touch with the professional, but unfortunately we are unable to get in touch with professional . request you to allow us 2 hours we will again try to connect with rm . set a reminder for 2 hours | |
| Canned Responses (Level 3) | I apologize for this substandard experience. I have check with professional he will visit your site by (date shared by professional) at your site. we will be taking followp up note if ticket is before 4 PM partner need to visit same day | I apologize for this substandard experience. I have check with professional he will visit your site by (date shared by professional) at your site. we will be taking followp up | |
| CX agreed | cx disagree | ||
| "If both aligned - Confirm from CX we can follow-up with next day If yes - then confirm time and set reminders every day after every follow-up accordingly. If NO - confirm comfortable frequency from CX and set reminders and take follow-ups accordingly. | To help you better with your concern, allow me to setup a conference call between you and the professional. This will help avoid any further discrepancies and ensure clear communication. Arrange a con call b/w CX and Partner. Set up expectation with CX that Partner will supervisite the site for 2 hour everyday. He will mark the progress of project in the app and will direct the workers. Ask partner to pay the visit on same day as per customer suitable time. Inform cx that we will take follow up as per visit time and set reminder for scheduled timing. If partner reached for supervision take confirmation form CX and take follow-up with CX every second day (if CX not comfortable take follow-ups as per CX's comfort) and set reminders accordingly. . If partner not reached for supervision- Raise to city team on slack (POCs) , ask CX for 24 hours. Set reminder for 24 hours. If partner still does not visit to supervise Align SME (Trainer to intervene in payout calculations for SME and Partner) | ||
| Parked | yes | yes | yes |